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Enghouse Release Proteus Call Accounting

Enghouse Interactive Releases Proteus Call Accounting Capability for Microsoft Teams

New functionality helps businesses manage and maintain their transition to Microsoft Teams

Enghouse Interactive has announced the release of contact centre Proteus Call Accounting for Microsoft Teams. This advanced call analytics application helps businesses in their migration planning and on-going management of call activity on Microsoft Teams.

The new initiative follows Microsoft’s release of their Call Records API enabling organisations to analyse their activities on Microsoft Teams in detail. Empowered by this new release, Proteus’ ability to deliver call record analysis assists organisations using Teams in multiple ways.

Cost management is facilitated by analysing adoption rates for Teams features, such as audio calls, video calls and chat. This helps with planning networking requirements and the identification of unused assets for discontinuation. Additionally, Proteus shows the breakdown of standard calls over the public switched telephone network (PSTN) versus native Teams calls, helping business users identify key trends and make decisions that deliver cost savings.

Migration planning for large organisations transitioning from on-premise PBX systems, or Microsoft Skype for Business, to Teams, is made simpler with Proteus, which provides detailed usage analysis for all types of PBX. This assists organisations in assessing the impact of transitioning users to Teams. Proteus then provides insight into the migration process itself as it continues to log all systems during and after migration.

Proteus also measures the quality of service for Teams and Skype for Business environments. Employee performance is monitored on Teams to ensure they are not overworking and that they are remaining productive, and KPIs are being met. Device and platform information can also be analysed.

Trevor Davis, Head of Products, Enghouse Interactive, said:

“The new Proteus interface for Microsoft Teams was developed after collaborating closely with Microsoft as part of its Technology Adoption Program”.

“Users of the new application will benefit from being able to tap into a wide range of new business insights,  system usage, including service quality, and device specific information, such as operating system and headset type,” he added. “Everything they need to make strategic business decisions about their telephony usage is at their fingertips”.

Unicode Systems, a leading value added distributor partner of Enghouse Interactive has beta tested the new Proteus functionality across several live customers who have recently migrated to Microsoft Teams, helping Enghouse to ensure the product was validated prior to release.

Dave Elston, Managing Director, Unicode Systems, said:

“Having worked with the beta version of Proteus Call Analytics solution for Microsoft Teams for several weeks, we are confident that the data provided continues, and even improves upon the business intelligence delivered by Proteus.”

“Most of our customers use Proteus for cost management and fraud detection and will continue to do so as these businesses migrate to Teams. These often complex system migrations will require planning and on-going management for which Proteus is the ideal solution.”

 

 

 

For additional information on Proteus Call Accounting Click Here

Enghouse Interactive delivers technology and expertise to maximise the value of every customer interaction. Core technologies include contact centre, attendant console, predictive outbound dialler, knowledge management, IVR and call recording solutions that support any telephony environment, on-premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.

For additional information on Enghouse Interactive view their Company Profile

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